Business Profile

Furniture Stores

American Signature Inc.

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for American Signature Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

894 total complaints in the last 3 years.
298 complaints closed in the last 12 months.

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Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:11/18/2024
Type:Delivery Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
11/18/24 On 10/29/24 I paid Valuecity sales person ******** ******* in ************, ** for 1 brown sofa 1 white sofa 1 brown chair recliner 1 dresser 1 mirror 1 chest 1 night stand and 1 queen size bed frame and I paid $219 for Valuecity to deliver all my furniture assemble and set up all my furniture on 11/16/24. Well, none of my furniture was delivered to my address. Then vakucity ************, ** called me stating my furniture would be delivered in 11/27/24. ******** breach my original agreement because I was supposed to receive all my furniture delivery and set up to my home in 11/16/24. For the inconvenience, I need Valuecity to make sure I receive all of my furniture delivery and set up on 11/27/24. And I would like Valuecity to refund back to my bank card $25 for the inconvenience. If Valuecity delays any of my furniture until February 2025. I need Valuecity to refund back to my bank card $219. Again, my original Valuecity furniture delivery and set up date was 11/16/24. Im a disabled veteran and speaking with Valuecity phone clerks today. They seem not to be really helpful.
Business Response
Date: 11/20/2024
Dear Ms. ***** ******,
Thank you for bringing this matter to our attention. We are so sorry that you had a negative experience.Our company takes pride in delivering the absolute best service to every customer.
As per our conversation **********************, we have refunded $550.00 for your inconvenience.
We apologize for any inconvenience you may have experienced. If you have any further questions or concerns, you may contact our ************* Team at ************.
Sincerely,
Joy
Resolution Supervisor
American Signature Inc.
****************
Customer Answer
Date: 12/09/2024

---------- Forwarded message ---------
From: ******* ****** <****************************>
Date: Tue, Dec 3, 2024 at 4:12 PM
Subject: Fwd: You have a new message from the BBB of ************ in regards to your complaint #********.
To: Better Business Bureau <**********************************************************************************************>
Cc: ******* ****** <****************************>, <***************************************************************>, <***********************************************************************************************************>

$550 REFUND NEEDED!!!
12/3/24
BBB AND VALUCITY PLEASE LET ME KNOW WHEN THE $550 WILL BE REFUNDED BACK TO MY CREDIT CARD METHOD OF PAYMENT AS VALUE CITY STATED BELOW TO THE BBB AND ME ON 11/21/24? WHERE IS MY $550 REFUND?
****** LEMAYWILSON ************
VALUE CITY CUSTOMER
Business Response
Date: 12/09/2024
Dear Ms. ***** ******,
We see you have been refunded on 12/3/24, the refunds can take 3/5 business days to reflect on the card on file.
We apologize for any inconvenience you may have experienced. If you have any further questions or concerns, you may contact our ************* Team at ************.
Sincerely,
Joy
Resolution Supervisor
American Signature Inc.
****************
Customer Answer
Date: 12/17/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I accept the business's response to resolve this complaint.

Regards,

****** Lemaywilson
Customer Answer
Date: 02/12/2025
2/11/25 On 10/29/24 I paid Valuecity sales person ******** ******* in ************, ** for 1 brown sofa 1 white sofa 1 brown chair recliner 1 dresser 1 mirror 1 chest 1 night stand and 1 queen size bed frame and I paid $219 for Valuecity to deliver all my furniture assemble and set up all my furniture on 11/16/24. Well, none of my furniture was delivered to my address on 11/16/25. Then valucity ************, ** called me stating my furniture would be delivered in 11/27/24. ******** breach my original agreement because I was supposed to receive all my furniture delivery and set up to my home in 11/16/24. I still haven't received my brown couch I paid for delivery and set up to my address which valucity states will be delivered on 2/15/25. ******** needs to make sure I receive brown couch my furniture delivery and set up on 2/11/25. Im a disabled veteran and speaking with Valuecity phone clerks today at ************. They seem not to be really helpful.
Business Response
Date: 02/12/2025
Dear Ms. ***** ******,
We see that the piece has been delayed until 3/7/25, please note that the dates are subject to change. We can offer you a reselection.
We apologize for any inconvenience you may have experienced. If you have any further questions or concerns, you may contact our ************* Team at ************.
Sincerely,
Joy
Resolution Supervisor
American Signature Inc.
****************
Customer Answer
Date: 02/12/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 22571819

I am rejecting this response because:

Regards,

****** Lemaywilson

valucity joy needs to give me a call because I called valucity ************ and left her a message twice this week with ******* and sahara.
Customer Answer
Date: 03/04/2025
---------- Forwarded message ---------
From: ******* ****** <****************************>
Date: Mon, Mar 3, 2025 at 7:37 PM
Subject: Re: Need my brown couch b4 3/7/25 from valucity Re: You have a new message from the BBB of ************ in regards to your complaint #********.
To: Better Business Bureau <**********************************************************************************************>, Better Business Bureau <*************************************************************>
Cc: ******* ****** <****************************>

3/3/25

Bbb make sure this complaint is open/reopen because I still have t received my $424.99 couch from valucity which was supposed to be delivered to me back last month. In addition , I paid valucity got delivery and set up of my couch as well. Then in 3/1/25 I received another call from valucity **** and **** stating my couch is delayed again until 3/21/25
which is unacceptable. Bbb send my complaint back over to valucity. Normally, per BBB policy complaint td are open up to 30 days and customers can add additional information. Ill also call Bbb tomorrow to follow up on my initial Bbb complainants t valucity.

TLW
************
Customer Answer
Date: 03/06/2025

******* ****** <****************************>
Mar 3, 2025, 7:37 PM (3 days ago)
to Better, Better, *******

3/3/25

Bbb make sure this complaint is open/reopen because I still have t received my $424.99 couch from valucity which was supposed to be delivered to me back last month. In addition , I paid valucity got delivery and set up of my couch as well. Then in 3/1/25 I received another call from valucity **** and **** stating my couch is delayed again until 3/21/25
which is unacceptable. Bbb send my complaint back over to valucity. Normally, per BBB policy complaint td are open up to 30 days and customers can add additional information. Ill also call Bbb tomorrow to follow up on my initial Bbb complainants t valucity.

TLW
Customer Answer
Date: 03/21/2025
-------- Forwarded message ---------
From: ******* ****** <****************************>
Date: Fri, Mar 21, 2025 at 12:36 PM
Subject: Re: You have a new message from the BBB of ************ in regards to your complaint #********.
To: Better Business Bureau <**********************************************************************************************>

3/21/25

Thanks BBB I finally received all my furniture from valucity today.

TLW
Initial Complaint
Date:11/18/2024
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
If I had know there were so many issues with this company I never would have spent a dime here. I had a Bedroom set delivered (not all pieces, of course there were back orders Items). The delivery and set up vendor took my old mattress that was to be returned and left it on the side of my house. Photo included. I don't expect this issue to be solved in a timely manner due to the incompetence of "passing the ***** of the administration of this company. whatever answer I receive from the "management" will fall on deaf ears. Calls and texts' to the store are "we are on it" . Ok, well complete it!
Business Response
Date: 11/23/2024
Dear *** ****,
We sincerely apologize for any inconvenience you may have experienced. We want to put forth our very best effort to resolve this complaint.
We are currently looking into this matter, and we are requesting additional time on this matter. Please allow us 10 days to continue to look into this matter and respond.
Thank you
Resolution Supervisor
*********
Business Response
Date: 11/30/2024
Dear *** ****,
We sincerely apologize for any inconvenience you may have experienced. We want to put forth our very best effort to resolve this complaint
We recently contacted your local delivery store to follow-up on your complaint. Per your local delivery store, the mattress has been pickup and removed.

This complaint will now be considered resolved.

Thank you
Resolution Supervisor
*********
Initial Complaint
Date:11/18/2024
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I order and received a dinning room set Sept/******** of the chairs is damaged. A service tech came out and stated they will replace it. The chair should be in and he will be back in a couple of weeks. Since then. I have been calling and keep getting the run around. The chair was supposed to be exchanged three different times and I still do not have what I paid for. It is one chair, surely, someone can bring the new one in a car. I am a very unhappy customer. I will not recommend this company to anyone
Business Response
Date: 11/21/2024
Dear ******* ******,

We sincerely apologize for any inconvience you may have experienced. We want to put forth our very best effort to resolve this complaint.
After careful review, we see that you are currently scheduled for delivery on 11/23/24 for a CNTR STOOL.

After a successful delivery we will process $200.00 back to your Synchrony account.

Thank you for patience,
Resolution Supervisor
*********
Business Response
Date: 12/03/2024
Dear ******* ******,

We are writing you to confirm that a final delivery on the Artemis Counter Stool was made to you on 11/23/24. As promised we have credited $200 back to your Synchrony card.
Please allow 72 hours for processing. This credit was applied on 12/3/24.

Thank you
*********
Resolution Supervisor
Initial Complaint
Date:11/16/2024
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 02/27/24 I purchased 2 ************** Charthouse ******************* Chair. Delivery was included as well as insurance. Delivery was scheduled for 03/07/24, but was pushed back to 03/14/24. After delivery, I immediately noticed the Charthouse Desk Chair was damaged and the wheels did not properly roll. I immediately alerted the store via phone. The person I spoke with advised me he would contact me later that evening. Never heard back from him. The next day I contacted customer service again and reported it. Due to using acceptance now, they made me hold onto the chair for 2 weeks before It could be returned so they could receive payment from acceptance now. After waiting the two weeks and speaking with now retired manager ****, I took the chair back. I worked with ******** ****** and **** whom all no longer work there. I was advised I could return the chair but HAD to select another item. They advised me they could not adjust the acceptance now receipt. Total order $2,109.95. Selected ******* table & chairs. Never received them. Dates changed several times. Customer attempted to pick up several times based on phone calls received from VCF. VCF even attempted to give me the wrong items several times including a rectangle table instead of a circle table. Before contact exp date I requested to change the contact (with acceptance now & VCF) and was advised I couldn't. Seven months went by playing change the date and items not available. I contacted the broad street location and spoke with new manager *** (who was great). She explained situation to *** ***** @ the ********** location. *** refunded the cost for the ******* table, Pure Promise, & Delivery Fee which totaled $820.**. He had also promised he would refund the srv charge of $50.00 because he was unsure what that was for, but it didnt happen. Nonetheless, this is a hot mess which now I am being penalized with acceptance now. They are unable to even confirm what furniture I have and have yet to receive refund
Customer Answer
Date: 11/18/2024
Acceptance now continues to complain that VCF has failed to clarify what furniture is in my possession. Because of this, acceptance now is overcharging me for items I no longer have. They are attempting to collect on a contract that should have been voided and rewritten as the items were not received. The breech in contract between value city furniture, acceptance now and myself has now caused extra issues financially for me. Acceptance now continues to say that value city can only provide them with a gas station receipt showing items that does not prove what items I have. Value City also neglected to rewrite a new contract with acceptance now when all of this transpired. I am stuck in the middle between the two companies and cannot seem to get any resolution due to the negligence on VCFs part. I need someone from corporate to give this situation some attention and not allow me as the customer to get penalized for their failed processes and procedures
Business Response
Date: 11/22/2024
Dear Katelane *******,

We sincerely apologize for any inconvience you may have experienced. We want to put forth our very best effort to resolve this complaint.

We have reviewed your complaint and discovered that on:
10/16/24 Check Number ***** was issued to Acceptance Now on 10/22/24.
The check cleared on 10/31/24.
You would need to contact Acceptance Now about any possible refund due back to you.

Thank you for patience,
Resolution Supervisor
*********
Customer Answer
Date: 11/22/2024
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 22564620

I am rejecting this response because:
Great, thank you for the update on the check, however; I think you may not completely understand my position. Acceptance now needs VCF to provide a clear documentation (not the gas station looking receipt - per acceptance now) of what furniture is actually within my home. Currently I am still being charged for all items including the Charthouse desk chair that was removed from the ticket months ago due to the negligence between VCF and acceptance now when I originally complained I received a broken chair. Not to mention, I was forced to pick another item (******* ******* set) when I was told that acceptance now ticket could not be adjusted. Per management, what really should have happened was a new contract should have been signed when my order was changed/adjusted. It was pure negligence! Due to the negligence, I am now being held responsible while VCF gets to walk away without completely addressing the underlining issue. This has ultimately put me in a bad position and not by fault of my own self.
I am requesting that VCF provides Acceptance now an updated document that reflects:
1. Delivery charges removed
2. Service fee removed - which you all still owe me $50.00 for. *** ***** miscalculated the check amount but told me he would refund the service fee as well because we do not even know what its for.
3. Pure Promise removed
4. Chairhouse Desk Chair
5. ******* ******* set (table & 2 chairs).
They need a clear breakdown of the what the total contract amount should be after all of this is deducted along with confirmation of the items currently in my position which includes:
1. swivel Chair
2. charthouse desk top/base combo.
Acceptance now has been highly overpaid!
Regards,

Katelane *******
Business Response
Date: 12/01/2024
Dear Katelane *******

Thank you for your feed back.
You entered an agreement with Acceptance Now for financing. If you are needing assistance with your agreement. I would recommend that you go to the store and partner with Acceptance Now and your local store. Per Acceptance Now a balance was still owed, that is why Acceptance Now was sent a check.

Currently your invoice only shows an Charthouse Desk, and Swivel Chair only. If Acceptance Now is needing additional information, you would need to go to your local store and get a receipt.

Acceptance Now is a 3rd party financing company that operates on their own terms and conditions. An email was sent to your local store to advise them you may be seeking assistance to help you in this matter

There is nothing more, we can do for you on this end. Please contact Acceptance Now and your local store.

Thank you
*********
Resolution Supervisor
************

Customer Answer
Date: 12/01/2024
Spoke with *** ***** Manager at ************************************ FURNITURE today 12/1/24. He was rude, refused to stay on the phone discuss my needs as a customer, was very argumentative and neglected to address the original issue filed with my recent BBB complaint. He told me he did his job and there was nothing left for him to do. He kept interrupting me everytime i told him what Acceptance Now has said. He told me that was between myself and acceptance now which is FALSE considering I should NOT be the middle party.
I need someone from corporate to address the issue because *** ***** advised me it was not his problem to resolve.
I requested a statement or letter on VCF letterhead that clearly shows the furniture I have within my home. Acceptance now does not understand the VCF receipt. It would also be nice if it could address my totals. I am now in collections with acceptance now when they have been well overpaid.
$1289.42 total balance with acceptance now which includes:

Desktop 429.99
Desk base 320.44
Swivel 539.99

My original acceptance now receipt was for $2,109.95-$820.53 = $1,289.42
Acceptance now claims that value city did not send a check nor did they cash it. They need proof it cleared VCF and they want to know who cashed it.
I have now highly overpaid ACCEPTANCE NOW DUE TO THIS NEGLIGENCE. Please see screen shot for all the payments that have been deducted out of my account, but no additional item to show for it.
While *** ***** thinks it is not his job to help me, it is also not my job to be the middle person between the two companies. This all started due to management failing to do their jobs properly from the beginning. This has been going on since February 2024. This is ridiculous. Legal or *************** needs to be involved. My contract was breached yet I am being help responsible
Customer Answer
Date: 12/02/2024
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 22564620

I am rejecting this response because:
There still seems to be confusion between VCF and I. No one from Value City is taking the time to hear and understand the request at hand. I provided acceptance now with the refunded receipts from *** ***** and they advised they were unacceptable because they could not confirm what items were within my home. I simply requested an itemized document other than the receipt from *** *****. Since you have listed the items here, I will provide a screenshot to them in hopes that they will now understand. Nonetheless, I am still requesting an itemized letter on VCF letterhead that provides the item names, cost of items and totals.

I am fully aware that there was a remaining balance listed with acceptance now. Part of the reason for the balance was due to breach of contract, damaged items, and several changes within the contract. I have been attempting to resolve this for months. The furniture was purchased in February.

I am not disagreeing with the fact that a check for $820.52 was submitted to submitted to Acceptance Now. Where the issue forms is that *** ***** was unable to confirm with ***** or ****** at the ***************** acceptance now where he mailed the check, who cashed it and what name was listed on it.

While you provided the check number and the date the check cleared, Acceptance now is saying they do not have the check on file or have received it.

I just spoke with ***** at Acceptance now 12/1/24 after speaking with *** ***** and she advised he was unhelpful and unable to provide the necessary documents to locate said payment.

You are advising that there is nothing left for you to do, however; I still need to be able to validate your $820.52 check to acceptance now. That is VCFs responsibility to do since you sent the check directly to them instead of me. Acceptance now is claiming they DID NOT receive the funds. I am requesting proof that the check was cashed and cleared. VCF should be working with acceptance now to help resolve this issue.

I am aware that I have to work with acceptance now as well, but what I am telling you, is that I cannot manage to move forward with them until this is resolved with Value City Furniture (VCF).

In summary, the following actions need to take place:

1) itemized document list of products currently in my possession to also include pricing and total

2) payment trail for Check Number ***** that VCF states cleared on 10/31/24

Can you show proof of whom cashed it? Was there a tracking number attracted to the mailing of the check?

Regards,

Katelane Dillard
Business Response
Date: 12/12/2024
Dear Katelane *******

Thank you for patience and feedback. We understand how frustrating this matter may be., So we are recommending that you and Acceptance Now work together to provide a resolution for your Acceptance Now agreement.
We contacted your local store about this matter and spoke to *** ***** . Mr. ***** stated that he printed all of your paperwork and advised you to come to the store on 12/2/24. Per Mr. ***** you refused to go into the location to receive the paperwork. Per Mr. ***** ** put the requsted paperwork in the mail.

As per your request, I have attached the copy of the check made out to Acceptance Now, that was cashed. Unfortunately, we won't be able to honor your request with an itemized document. Please refer to your receipt, this is the best record to use for Acceptance Now agreements. We strongly recommend that you and Acceptance Now work together on the discrepancies, and resolve this matter.

Best Regards
Resolution Supervisor
Dominique
************
Initial Complaint
Date:11/14/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a sofa and love seat in October and the sofa was delivered damaged. We went to store showed pictures and was told sofa would be replaced. I received a call that the replacement sofa was damaged with a huge hole in back and we would be given another delivery date with another replacement sofa. That replacement sofa showed up today with another hole in it and we sent it back. I called store they said manager will get back to us. I asked them to send a truck to come get all of their furniture out of our house.
Business Response
Date: 11/14/2024
Dear Ms. ***************** you for bringing this matter to our attention. We are so sorry that you had a negative experience.Our company takes pride in delivering the absolute best service to every customer.
We have set you up for a pickup on 11/22/24, you will get a full refund.
We apologize for any inconvenience you may have experienced. If you have any further questions or concerns, you may contact our ************* Team at ************.
Sincerely,
Joy
Resolution Supervisor
American Signature Inc.
****************
Customer Answer
Date: 11/15/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I accept the business's response to resolve this complaint.

Regards,

********* *******
Initial Complaint
Date:11/13/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased the 5pc plush sectional on 11/2023 ($4500) and it is absolutely horrible. There is nothing plush about this sofa at all. I am extremely disappointed and dissatisfied with the quality and comfort level of the sofa. The cushions and pillows flatten out after sitting or laying for 5 minutes. It's so hard it feels like you are sitting on the floor and feathers are coming out. I don't know if it's not enough feathers or poorly designed. You constantly have to fluff the cushions and pillows and they are so heavy its hard to fluff. Also the clamps that connect the sectional together keep coming apart and sliding across the floor. I have been going back and forth with store **** and even corporate supervisors since July with no resolution. They are saying this is just normal wear and tear on the furniture when on all the reviews its saying the exact same complaints. The cushions are the problem and very uncomfortable. This is a manufactured issue and needs to be addressed immediately.
Business Response
Date: 11/20/2024
Dear ******* *******,

We sincerely apologize for any inconvience you may have experienced. We want to put forth our very best effort to resolve this complaint.

Below you will find the technician's comments from his report. Based off the service report, we will not be replacing the sectional or making any repairs due to "WEAR AND TEAR".
WEAR AND TEAR is not covered under the manufactory warranty or extended warranty.

Techinician's Report:
THE ENTIRE SECTIONAL HAS DOWN CUSHION TOPS THAT SIT ON THE
DECKING SYSTEM AND THIS IS HOW IT IS BUILT FROM THE MANUFACTURER.
THERE ARE NO MFG ISSUES OR DEFECTS. SECTIONAL IS HOW IT SHOULD BE
FOR NORMAL USE AND WEAR IN THE HOME. NORMAL USE, NORMAL WEAR
NORMAL DUE TO WEAR AND REGULAR USE IN HOME. CUST DOSE NOT AGREE
SHE WANTS A NEW SERVICE TO LOOK AT THE SINKING CUSHIONS AND FRAME

Thank you
*********
Resolution Supervisor
Customer Answer
Date: 11/21/2024
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 22553415

I am rejecting this response because: based off the service technician reports its normal wear but Ive only had the couch for 8 months and barely sit on it due to cushions rapidly losing their shape and becoming excessively flat and sagging, the hard frame and faulty spring system.Uneven seating surface causing discomfort no one wants to sit on it.The upholstery has wrinkling and fading beyond normal wear and tear. The companys website has multiple complaints and poor reviews of the quality of the couch by other customers. Another technician was request and I still would like the sectional replaced its terrible.

Regards,

******* *******
Business Response
Date: 11/29/2024
Dear ******* *******

Thank you for your feedback. We're sorry to hear that you weren't satisfied with the previous service technician service report. We can approve you for another technician to come out and do access your issues again.

Please keep in mind that if this service report comes back "Normal wear & Tear" we would not be able to assist you in this matter. Please allow ***** hours for the store to contact you regarding the requested service appointment.

Thank you
Resolution Supervisor
*********
************
Customer Answer
Date: 12/03/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I accept the business's response to resolve this complaint. I look forward to a new service *** coming to inspect the furniture.

Regards,

******* *******
Initial Complaint
Date:11/13/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 4/6/24 I purchased a dining room table set from Value City Furniture; total value $2,118.75. It was scheduled to be delivered on 4/16/24. When the delivery guys brought the table and chairs in it was too large for the area and had defects. I immediately contacted the store because the delivery guys just left the table sitting in an awkward place in my house where I couldnt even get in my kitchen. I spoke to several customer service ***resentatives and even went to the store on 4/20/24 speaking with a *** and showed her the pictures of the table and how they left it sitting. She herself said that it is clear as day that it does not fit, I do not understand why they would just leave that like that. She asked me to email the pictures to her so that she can put this into the system, and she set up the return and refund stating that she would make sure that I would get a full refund. The pickup date was set and scheduled for 4/23/24, however they never showed up to pick up the dining room table and chairs. I called back to the store and was informed that they changed the pickup date to 5/8/24. That wasnt acceptable and I called the store in ******** and spoke with someone in the delivery department, and they set up the date to pick up for 4/30/24. I have been in constant contact with ************** because the Sales Representative at Value City Furniture opened an account for the purchase with them. I have done several disputes with them for the amount of $483.73 in which Value City has not refunded.
Business Response
Date: 11/20/2024
Dear ****** Logan

We sincerely apologize for any inconvenience you may have experienced. We want to put forth our very best effort to resolve this complaint.

After further review, a refund was processed on 11/15/24 for the amount of $483.73 back to your Synchrony account. Please allow 3-5 business days for processing.

Thank you
*********
Resolution Supervisor
Initial Complaint
Date:11/13/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
11/08/2024 Time 11:58:51 transaction ************ ********, **** store ************ On 11-07-2024 salesfloor associate ***** showed me a couch that was a recliner a power recliner. He told me the price and when it could be delivered. Before delivery and other charges was $699.99. I was pleased with that price but obviously wanted to discuss it with my fiance.Spoke to her about it the next day and since I was going to work she went to make the purchase.I was on video call to point out the couch, I pointed it out, she was happy with it I went back to work she made the purchase. Come to find out they sold her the manual recliner couch for $699.99 . I did not even know there was a manual option. Now they are saying the power recliner is a few hundred dollars more. I'm not sure if they were trying to make a commission off me and my fiance but $1000 now adays isnt something just laying around it was a big family purchase. I spoke with ***** from the ********************************************************************************************************************* $699.99 for a couch they are now saying costs $999.99. I am very upset and definitely feel mistreated.
Business Response
Date: 11/13/2024
Dear *******,

Thank you for reaching out,and we sincerely apologize for any inconvenience you have experienced. We take your concerns seriously and are committed to resolving this matter promptly.

After reviewing the information, we were unable to locate a Price Quote for the power sofa priced at $699.99. However, the order number you provided corresponds to a manual sofa, which is correctly priced at $699.99.

We regret any miscommunication that may have occurred and appreciate your understanding. If you have any further questions, or if you are able to locate your original Price Quote reference number, please don't hesitate to contact our *********************** team at ************.

Thank you for your patience,and we look forward to assisting you further.

Sincerely,

****** P
Resolution Supervisor
Customer Care
************
Customer Answer
Date: 11/15/2024
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 22550405

I am rejecting this response because: I believe I was taken advantage of. I don't expect anything for free but getting the couch before Thanksgiving which was promised with the $699.99 price is also not being honored. I accept that the price is $999.99 for the power recliner and $699.99 for the manual , I also accept that the world is filled with companies that will try to get over on someone like me and there isn't much I can do but not getting the couch before Thanksgiving is a real kick to the stomach as the entire family is coming and our first time hosting.

Regards,

******* *****
Initial Complaint
Date:11/11/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased furniture from Value City in 2021 and got the 5 year protection plan with Pure Promise. I had an accident happen which resulted my sectional cushion getting ripped . Which is covered under the $409.99 warranty. They denied my claim . When I called Pure Promise AND Value City all I get told is there is nothing they can do. From the looks of everything they have BEEN getting over on people with this warranty . Just take your money and never act on it. A scam.
Business Response
Date: 11/12/2024
Dear Ms. ***************** you for bringing this matter to our attention. We are so sorry that you had a negative experience.Our company takes pride in delivering the absolute best service to every customer.
While we understand your frustrations,this complaint must be made for ******* of *************/Pure Promise.
Per the Uniters claim #C389430,this was not covered, the cause was wear and tear, and cushion resiliency is not covered.
The extended warranty through ******* of *************, ************ is a third-party company with their own sets of terms and conditions and policies. This includes what they approve and deny claims and how the policy can be refunded. We cannot refund the policy after the items are picked up or delivered. You can request a refund for the extended warranty by sending a letter to the address below:
Uniters Pure Promise at P.O. ************************************
We apologize for any inconvenience you may have experienced. If you have any further questions or concerns, you may contact our ************* Team at ************.
Sincerely,
Joy
Resolution Supervisor
American Signature Inc.
****************
Customer Answer
Date: 11/16/2024
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 22542910

I am rejecting this response because: For 1 , I filed TWO claims. My other one stated ACCIDENTAL RIPS. Which is COVERED with the warranty. Which was claim #C3089553. Look into that one!
I paid VALUE CITY so yall should have some obligation to make this situation right. I had no dealing with them when I paid YOU ALL the money.
Regards,

***** *******
Business Response
Date: 11/20/2024
Dear Ms. ***************** we understand your frustrations, this complaint must be made for ******* of *************/Pure Promise.
Per the Uniters claim #C3089553 was a duplicate claim for claim #C389430, this was canceled, and then claim #C389430 was not covered, the cause was wear and tear, and cushion resiliency is not covered.
Again, the extended warranty through ******* of *************, ************ is a third-party company with their own sets of terms and conditions and policies. This includes what they approve and deny claims and how the policy can be refunded. We cannot refund the policy after the items are picked up or delivered. You can request a refund for the extended warranty by sending a letter to the address below:
Uniters Pure Promise at P.O. ***********************************
We apologize for any inconvenience you may have experienced. If you have any further questions or concerns, you may contact our ************* Team at ************.
Sincerely,
Joy
Resolution Supervisor
American Signature Inc.
****************
Initial Complaint
Date:11/11/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Date of Transaction: 9/21/2024
Time of Transaction: 15:37:08
Sales person: ****** *****
Ordered: Couch and Love Seat
Balance due: 4064.71

Arrived at my home on 10/18/2024.
Went to the doctor 11/4/2024.
Doctor found bedbug bights on legs.
Nothing else was added to my home between this time.
Pest control that was sent by Value City said they seen eggs in the furniture bought from Value City Furniture.
When told to send this report to Value city ***** found that odd.
We called and called and Value City kept changing the number of days it takes to get the report.
I got a call on 11/11/2024 saying they didn’t find anything in the report. I am are stilling waiting for the report.
Business Response
Date: 11/12/2024
Dear *** *******,
We are so sorry that you had a negative
experience. Our company takes pride in delivering the absolute best service to
every customer.
While we understand your frustrations, as per our
conversation the ***** report, (see attached), states “No Treatment Necessary”,
and “Inspected, no evidence found”.
If you feel this is not accurate you can hire a
different pest control company to come out and re-evaluate your home, if their
findings on our furniture are different, please send in their report and we can
look back into the case for you. Please email this to:
************************************************
We apologize for any inconvenience you may have
experienced. If you have any further questions or concerns, you may contact our
Customer Care Team at ###-###-####.
Sincerely,
***
********** **********
American Signature Inc.
###-###-####

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